Deputy Director, Customer Communications

1 week ago

Singapore Land Transport Authority Full time

**What the role is**
- DEPUTY DIRECTOR, CUSTOMER COMMUNICATIONS & SERVICE CULTURE

**What you will be working on**
- We are looking for an officer to lead a Division that supports LTA’s efforts to deliver a seamless and positive experience for customers at LTA touchpoints. The key roles of the division are to: -Review LTA’s customer communications, including written correspondence and UI/UX of digital services, so that they are clear and easy for customers to understand -Lead and deliver analysis of customer feedback data to identify service gaps/opportunities, draw actionable insights and communicate findings -Uphold service standards at customer touchpoints through conducting and reviewing of surveys and audits -Coordinate service policies internally within LTA, in alignment with whole-of-government policy -Drive the development of a strong service culture in LTA through service awards, internal training, service communications and an internal volunteer programme that supports LTA’s public engagement The officer and the division are expected to work closely with other LTA stakeholders to fulfil the roles as described above.

**What we are looking for**
- Requirements: -Tertiary qualification in communications, business analytics or related disciplines -Strong writing and analytical skills -A customer-centric mindset -At least 7 years’ experience in customer experience-related fields -Prior experience managing teams

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